Frequently Asked Questions
My BEAM device is not being recognized in the BEAM Firmware Upgrade Tool, what should I do?
Please try installing an additional driver to your Windows PC, and then try again:
1). Quit the BEAM FW upgrade tool. (Close the app).
2). Detach your BEAM device so it is no longer attached to your computer.
3). Install this new driver:
(Download the installer file, then run the installer)
4). Re-Launch the BEAM FW upgrade tool.
5). Attach your BEAM device to your computer.
It should now be recognized and you should be able to upgrade the FW on it.
When trying to run the FW upgrade process, I get an error inside the BEAM FW Upgrade tool that says: "Unable to load DLL "STDFU.dll. The specified module could not be found" How do I solve this?
Please try installing additional files to your Windows PC, and then try again:
1). Quit BEAM FW Upgrade Tool.
How do I upload my own GIFs?
First, install the latest versions of the BEAM App:
iOS - version 368
Android - version 470
Now you are able to create a BEAM out of any GIF that is on your phone. In the BEAM Create process, click on the icon to the right of the Camera button, which allows you to navigate the directories on your phone, starting with your default folder (Camera Roll). Pick the GIF you would like to use, and then click NEXT. Now you will also be able to Edit that GIF, with all the standard capabilities of the BEAM Editor. When you are done, click "BEAM" to send it to your device. (you will need to be paired to your BEAM device).
Please note that in the BEAM app, the max number of frames for a GIF is 24. If you use a GIF that is longer, the BEAM app will pick 24 frames evenly spaced out. So, if you upload a very long GIF, the motion may appear choppy. A shorter GIF will play more smoothly.
How do I contact Customer Support?
Please check below for answers to any questions or problems you may have. You can email us at: BeamTeam@beamauthentic.com
Do you ship to Europe? Do you ship outside of the U.S. or Canada?
Right now we ONLY ship to the U.S. and Canada. We will update our website and notify users in the app when this changes.
Can I BEAM my own GIFs?
YES!!! You Can. If you have your own GIFs on your phone, you can BEAM them. In the BEAM Create process, start by selecting the icon for navigating content on your phone, and you will have access to BOTH photos AND GIFs from your phone. You will even be able to EDIT the GIF in the same way that you can edit a photo in the BEAM editor. Enjoy!
Please make sure you are using the latest version of our app which supports this:
iOS: v. 368
My BEAM is stuck at 10% battery level and won't charge.
There is an easy fix for this:
1). Please unplug your BEAM from any charger.
2). Turn it on, leave it on, and let the battery drain entirely until the device powers down. NOTE - this make take several hours or up to 24 hours. NOTE - the battery will drain faster if the brightness is highest.
3). Once the device has drained its battery altogether and powers off, confirm that it won't turn on - holding the power button for up to 30 seconds should not turn the device on.
4). THEN, Plug in your charging cable to the BEAM, and let it charge for 2 hours. 5). You can check the battery level as it is charging by clicking once on the power button.
6). Your BEAM should charge all the way back up to 100% and function properly after that.
FW Upgrade - Mac?
At this time, the pathway to upgrade FW requires a PC running Windows 10 or later. We appreciate and understand that means that Mac users will need to be able to use a friend's PC or even one in a public venue (e.g. Fedex/Kinko's, Library, etc.).
Note - Running Win10 on a Mac via Parallels or a Virtual Machine unfortunately does not work.
As soon as there is a more convenient pathway for Mac users, we will update our website with new instructions.
My BEAM won't Pair. How do I fix that?
First, please make sure you have the most recent version of the BEAM app installed v. 342 for iOS right now and v. 438 for Android as of 1/19/18. We release upgrades with improvements, enhancements, and bug fixes on a regular basis. Once you have confirmed that you have current version of the app installed, and only one instance of our app, then please follow these steps.
1). Turn your BEAM device off entirely. Hold the power button for 5 sec, and if it does not turn off, then hold the power button for 30 seconds.
2). Close the BEAM app on your phone
3). Turn your phone entirely off
4). Turn your phone back on, and make sure Bluetooth is enabled, and that you have a strong WiFi signal
5). Launch the BEAM app
6). Login, go to your profile screen, go to the Settings screen (Gear icon in upper right), and click "PAIR BEAM BUTTON"
7). Turn your BEAM device on. Do this by holding the power button for 5 sec. If it does not turn on, hold the power button for 30 seconds.
8). When the BEAM does power on, in the app, you should see your device name appear in on the Pairing screen. If your BEAM does not display in the list, click the Power button once so you see the battery read out. This ensures the BEAM device is broadcasting its bluetooth signal.
9). Click on your BEAM's name from the list on the Pairing screen to select it. The next screen is optional - you can give your BEAM a custom name, or skip.
10). Once your BEAM is paired, confirm that by adjusting the brightness slider - make sure you see the brightness of your BEAM device respond.
11). Now that you are paired you should be able to user your BEAM normally.
One more note - after you complete these steps, when you go to PAIR BEAM BUTTON - even if there is no entry at the top of the list w/ your BEAM device name on it, but there IS something that says “closest to phone” in purple, you can click on that, and then give your BEAM a name on the next screen.
FW Upgrade - "STDFU.dll" problem
On some PC's, depending on the HW and .NET framework installation, sometimes the file "STDFU.dll" is not present.
We will provide a link here where you can download the STDFU.dll file (stay tuned).
Once you install that, the FW Upgrade Tool will work.
GIFs take a long time to load to my BEAM device
When you begin a GIF transmission to your BEAM, each single frame of the GIF gets transmitted. You’ll notice each frame then appearing on your device and displaying, while the next one transmits.
The circular turquoise blue progress bar around the circumference of the device shows for each frame.
Once ALL the frames of your GIF have been loaded, then the GIF will play on your device.
This may take a bit of time depending on how many frames the GIF contains.
NOTE = Transmission speed is a function of BlueTooth capability on your phone or tablet. Newer phones take advantage of faster BlueTooth capability, and thus BEAMING is faster in general on newer phones, and can be noticeably slower on older phones.
Bulk Order Discounts?
Yes! Please send an email to: BeamTeam@beamauthentic.com and include your company or organization name, quantity you are interested in, and use case. Thank you.
How long does the Battery last? What affects it?
Battery life can vary significantly based on content, mode, and brightness.
With a single image, at brightness of 85%, the battery typically lasts 24 hours.
Factors that affect battery life:
1). CONTENT COLOR: More power is consumed if the image is mostly white, Less power is consumed if the image is mostly black.
2). BRIGHTNESS SETTING: If the brightness setting is maxed out at 100%, more power is consumed. Significant power is saved as you decrease brightness - e.g. to 80% or 85%. This setting lives on the Profile Settings screen. (From your Profile screen, click the Gear in the upper right corner).
3). MODE: This has the most impact of all.
Each of these ranges depend on content and brightness setting.
Slideshow mode: 10-14 hrs,
GIF: 4-6 hrs,
Single Image: 20-24+ hrs.
Can I add a GIF to a slideshow?
YES!!!! You can. This requires the latest version of the app and FW.
Please make sure you are running these app versions or more recent:
iOS: v. 368
Android: v. 470
AND - you must upgrade the FW on your BEAM Device to be v. 1.4.21 or later.
(You can check your app and FW version in the app when you are paired to your device by going to your profile / settings screen, and scrolling down to the very bottom. The version numbers are displayed in light grey beneath the Logout button).
NOTE - upgrading the device FW does require the device be connected to a Windows PC that is running Win10. This will not work on a Mac running parallels and a virtual windows machine. It must be an actual Windows PC. We know that may not be convenient for all of our users and we thank you in advance for understanding. Note - many public venues, such as Fedex stores, Kinko's stores, and even public libraries, have Win10 PC's that you can use.
You will need to bring the USB cable and be able to attach your BEAM Device to that Win10 PC.
To Uprade your BEAM Device FW, please go to www.beamauthentic.com/firmware - or simply click on the Footer Link on our website that says "Firmware".
How do I toggle between Single Image and Slideshow Mode?
The Function Button on the BEAM device is right next to our 3-Stripe logo.
Press and hold the Function Button for 5 seconds and it will toggle modes between Single Image and Slideshow.
NOTE - this will only work if you have already BEAMED a slideshow to your BEAM device. If you do not have any slideshows on your device, you can't toggle into slideshow mode.
NOTE - when you BEAM a slideshow to your device, your device will automatically be in slideshow mode, showing the slideshow you just BEAMED.
How do I switch which slideshow is playing on my BEAM?
If you have more than one slideshow on your BEAM device, you can easily pick which one is playing in 2 different ways:
1). In BEAM App: Find the slideshow that is already on your device and simply click "BEAM". Since it is already on your device, it will start quickly.
2). Use Function Button on the Device:
A). First, go to Single Image mode. (Hold the Function Button for 5 seconds to toggle between single image and Slideshow mode).
B). Find an image that is in the slideshow you want to play.
In Single Image mode, Click Fcn button once = go to next image.
In Single image mode, Double-Click Fcn button = go to previous image.
C). When you are on an image from the slideshow you want to play.... Hold the Function button for 5 seconds to toggle into slideshow mode.
NOTE - if an image is in multiple slideshows, the slideshow that willl play is the MOST RECENTLY BEAMED slideshow with that image in it.
To get a different slideshow to play, go to an image that is unique to that slideshow - not in any other slideshows. Or, do it from the App.
How do I Erase and Reset my BEAM?
You can entirely erase your BEAM device so it is empty, and then reload content on it. This can be convenient to erase a device quickly in one step.
How do I "Pair" my BEAM device?
You Pair to your BEAM device in the BEAM Authentic App. (Not in phone settings).
1. Turn Bluetooth on your phone on.
2. Turn on your BEAM Device and have it near your phone.
3. In the BEAM App, click on your "Profile" icon in the global nav at the bottom of the screen - it is the second button from the left.
4. On your Profile page, click the "Settings" icon in the upper right corner that looks like a gear.
5. Click the top purple button that says "PAIR BEAM BUTTON"
6. A list will come up with all BEAMs that are nearby, the one closest to your phone will be at the top of the list. Click on your BEAM from that list.
7. When the Congratulations screen comes up you are paired. You can name your BEAM on that screen, or leave it as is. Click "DONE" to continue.
Now that you are paired, you can BEAM to your device! Have fun!
You can also adjust the settings for your device such as brightness and battery saving timers for dimming or turning off your device after a period of time.
What is the 3-Stripe Pledge?
It is a manifestation of BEAM, our desire to make the world a better place, and to have our product and service and platform be used in a positive fashion.
Shipping Problems - Help!!! I didn't receive my item, or I need to change the delivery address, what should I do?
First, please know that we work closely with both Fedex and USPS every day to ensure the timely and smooth delivery of all our shipments.
If you have a problem, or have not received your BEAM, please write to our customer support immediately at firstname.lastname@example.org.
All of our shipment methods include a tracking # that we can use, and that gets sent to you automatically when you order.
Note - USPS does not require signature for delivery. Some but not all of the Fedex methods do require signature.
PLEASE NOTE - For USPS - if a shipment is undeliverable for any reason, such as a problem with the address, USPS will attempt multiple times to deliver it, and then will eventually return the shipment to BEAM (the sender). This can up to 2 weeks.
If this is the case with USPS - and there is high urgency, BEAM can attempt to intercept the package using the USPS system and provide a new delivery address at an additional cost of $13.65. Or, we can wait for the shipment to be returned, and then send it out ourselves again to a new address at no charge.